Cisco Cisco E-Mail Manager Unity Integration Option User Guide
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Agent Reports
agtskg21: Agent Skill Group Task Summary Half Hour Report
*Internal Out Tasks
The number of internal outgoing tasks that the agent made from the ACD
extension.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf
*Internal Out Time
The number of seconds spent on internal tasks initiated by the agent during
the half-hour interval. The value is updated in the database when the after-call
work time associated with the task (if any) is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf
*Transfer Out
The number tasks this agent transferred out to another agent or skill group.
This includes Consultative Calls if this transfer was consultative-not blind.
Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf
Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf
Conf Out
The number tasks that this agent conferenced out to another agent or skill
group. This includes consultative Calls.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf
Consult
The number of times an agent consulted with another agent or supervisor
through the conference or transfer key. This includes supervisor or emergency
assisted tasks.
Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf
Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf
On Hold Tasks
The number of tasks that the agent held or paused.
Derived from: (Agent_Skill_Group_Half_Hour.InternalCallsHoldToHalf +
Derived from: (Agent_Skill_Group_Half_Hour.InternalCallsHoldToHalf +
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf)
On Hold Time
The time that tasks spent in the hold or paused state, measured in HH:MM:SS
(hours, minutes, seconds) format.
Derived from: (Agent_Skill_Group_Half_Hour.InternalCallsHoldTimeToHalf +
Derived from: (Agent_Skill_Group_Half_Hour.InternalCallsHoldTimeToHalf +
Agent_Skill_Group_Half_Hour.IncomingCallsHoldTimeToHalf)
*Transfer In
The number of incoming tasks that were transferred to this agent from other
agents within the same peripheral that did not go to IVR for queuing.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf